Assistant Manager - Customer Enablement / Experience: ICAN

Inviting applications for the role of ICAN- Management Trainee/Assistant Manager

Manages the progress and performance of the ICAN team and is a directsupervisor who has closest proximity with Internal teams. The ICAN Research Specialist provides pre-invoice assistance to our internal customers regarding challenges that arise with sales orders. This role utilizes our case management system to continuously provide top-level service, which is essential in creating customer loyalty and repeat business.

Responsibilities

.Timely resolution of requests flowing through ICAN&rsquos case management system requiring:

oResearch and/or tracking of an order.

oContacting vendors for invoicing, order cancellations/amendments/status, etc.

oSourcing and applying of freight and special service quotes.

oExpediting a pick on an order or any other distribution request.

oExpediting of drop ship orders as needed.

oEstimated delivery dates or lead times on products.

.Understanding and support of established client business processes that align with Pre-Invoice Support

.Navigation and understanding of external business partner resource tools and reporting.

.Attainment of specified goal targets and objectives for direct job scope and overall department performance.

.Building solid relationships with other internal departments and vendors.

.Evaluation of current processes for improvement and work on recommendations with management.

.Working as a team to manage daily workflow.

.Handling escalated customer issues when necessary.

.Answering emails and incoming calls from internal customers as needed.

.Assist to hire, groom and help new members to onboard

.Provide input for promotions and staff reviews

.Facilitate regular 1 on 1 meetings and direct goal development and progress

.Perform weekly trending-based coaching to manage team members performance

.Handle a Team of FTEs and be responsible for day-to-day quality assurance, monitoring and coaching of the team

.Contact person for client and internal stakeholders for any customer relations related issues.

.Provide technical guidance and share knowledge on processes and systems within the team in daily operations, train new joiners

.Support and coordinate the team on daily processing/operations, workload allocation

.Manage the flow of day-to-day operation, Respond to customer queries and concerns

Qualifications we seek in you!

Minimum Qualifications / Skills

.Bachelor%27s degree

.Excellent professional experience in Order Management/Quoting/Contractingor Customer Relations

.Industry Experience - Services or hi-tech industry

.Process/Domain Experience:

oOrder Management (Entry/Amendment)

oQuote to cash process and sales administration

oCoordination with Logistics / Supply chain teams

oPre-Sales & Post-Sales Support

.Knowledge on Logistics & Returns, Allocations, Material management, Vendor and Carrier relationship management, Contract Management, Credit & Debit, Warehouse follow up, Inbound & Outbound Accrual Freight Report, Consolidated reports for logistics.

Preferred Qualifications/ Skills

.Proficient in Microsoft Office applications.

.Excellent verbal and written communication skills with the ability to effectively interact with all stakeholders

.Excellent organizational and creative problem-solving skills.

.Demonstrated resourcefulness with critical attention to details.

.History of balancing competing priorities with the ability to adapt to the changing needs of the business while

meeting deadlines.

.Demonstrated ability to quickly learn new systems and processes and put them into practical use.

.Excellent typing and data entry skills.

.Diploma / Post Graduation in International supply chain management / Sourcing Management

.Oracle, Service now, SAP, knowledge and experience would be an added advantage

.Proficiency in coaching skills and with high level of confidentiality and professionalism

.Possess the following key behaviors: Accountability, Planning and Organization, Teamwork, Flexibility and Problem Solving